Capabilities
Use these guides to understand what a CXP feature can do and put it to work. Each guide explains the behavior, shows practical examples, and helps you verify your configuration.Find and organize conversations
- Searching conversations: describe the conversations you want, refine filters manually, arrange results, and save a search as a View. Coming soon.
- Using Views: configure personal and shared queues, use the Edit View dialog, and choose when to save changes to filters, columns, and sort. Coming soon.
Concierge Agents
- Automatic conversation tagging: define when a Concierge Agent adds labels and how existing tags should guide its responses. Includes a reusable Tagging Policy skill.
Analyze support
- Knowledge in Applied Insights: explore policy evidence and refresh widgets that compare conversations with selected knowledge. Coming soon.
Find related guidance
- Use the agent guide for day-to-day conversation work.
- Use the admin guide to configure agents and channels.
- See What’s new for monthly highlights and links to feature guides.